Architecture for refining mapped human experiences insights within a human experience flow

ABSTRACT

A system, method, and computer-readable medium are disclosed for performing a human experience operation. The human experience operation includes receiving standardized human experience concepts and categorized human experience concepts; performing an analysis operation, the analysis engine receiving the categorized corresponding concepts and mapping the categorized human experience concepts to human experience enhancement objectives to provide a mapped human experience insight; and, providing the mapped human experience insight to a results engine, the results engine using the mapped human experience insight generate a human experience recommendation.

BACKGROUND OF THE INVENTION Field of the Invention

The present invention relates to information handling systems. Morespecifically, embodiments of the invention relate to enhancing acustomer's experience with an organization during the lifecycle of theirrelationship.

Description of the Related Art

As the value and use of information continues to increase, individualsand businesses seek additional ways to process and store information.One option available to users is information handling systems. Aninformation handling system generally processes, compiles, stores,and/or communicates information or data for business, personal, or otherpurposes thereby allowing users to take advantage of the value of theinformation. Because technology and information handling needs andrequirements vary between different users or applications, informationhandling systems may also vary regarding what information is handled,how the information is handled, how much information is processed,stored, or communicated, and how quickly and efficiently the informationmay be processed, stored, or communicated. The variations in informationhandling systems allow for information handling systems to be general orconfigured for a specific user or specific use such as financialtransaction processing, airline reservations, enterprise data storage,or global communications. In addition, information handling systems mayinclude a variety of hardware and software components that may beconfigured to process, store, and communicate information and mayinclude one or more computer systems, data storage systems, andnetworking systems.

SUMMARY OF THE INVENTION

A system, method, and computer-readable medium are disclosed forperforming a human experience operation.

More specifically, in one embodiment the invention relates to a methodfor performing a human experience operation, comprising: receivingstandardized human experience concepts and categorized human experienceconcepts; performing an analysis operation, the analysis enginereceiving the categorized corresponding concepts and mapping thecategorized human experience concepts to human experience enhancementobjectives to provide a mapped human experience insight; and, providingthe mapped human experience insight to a results engine, the resultsengine using the mapped human experience insight generate a humanexperience recommendation.

In another embodiment the invention relates to a system comprising: aprocessor; a data bus coupled to the processor; and a non-transitory,computer-readable storage medium embodying computer program code, thenon-transitory, computer-readable storage medium being coupled to thedata bus, the computer program code interacting with a plurality ofcomputer operations and comprising instructions executable by theprocessor and configured for: receiving standardized human experienceconcepts and categorized human experience concepts; performing ananalysis operation, the analysis engine receiving the categorizedcorresponding concepts and mapping the categorized human experienceconcepts to human experience enhancement objectives to provide a mappedhuman experience insight; and, providing the mapped human experienceinsight to a results engine, the results engine using the mapped humanexperience insight generate a human experience recommendation.

In another embodiment the invention relates to a computer-readablestorage medium embodying computer program code, the computer programcode comprising computer executable instructions configured for:receiving standardized human experience concepts and categorized humanexperience concepts; performing an analysis operation, the analysisengine receiving the categorized corresponding concepts and mapping thecategorized human experience concepts to human experience enhancementobjectives to provide a mapped human experience insight; and, providingthe mapped human experience insight to a results engine, the resultsengine using the mapped human experience insight generate a humanexperience recommendation.

BRIEF DESCRIPTION OF THE DRAWINGS

The present invention may be better understood, and its numerousobjects, features and advantages made apparent to those skilled in theart by referencing the accompanying drawings. The use of the samereference number throughout the several figures designates a like orsimilar element.

FIG. 1 shows a general illustration of components of an informationhandling system as implemented in the system and method of the presentinvention.

FIG. 2 is a block diagram of human experience enhancement environment.

FIG. 3 shows the interrelationship between human experience (HX),customer experience (CX), and user experience (UX) with an interaction.

FIG. 4 is a Venn diagram showing the relationship of HX to interrelatedentities.

FIG. 5 shows a graphical depiction of HX aspects and factors used togenerate a human experience insight.

FIG. 6 shows a block diagram of example HX objectives and associated HXelements.

FIG. 7 shows a ranked hierarchy of standardized HX concepts associatedwith corresponding HX objectives.

FIG. 8 shows a weighted Cartesian scatter plot of mapped HX insights.

FIG. 9 shows a simplified process flow of HX operations.

FIG. 10 shows the orchestration of elements associated with an HXenhancement environment.

FIG. 11 shows a simplified process flow of operations to generate an HXenhancement recommendation.

FIG. 12 shows a simplified process flow of HX enhancement resultanalysis operations.

DETAILED DESCRIPTION

A system, method, and computer-readable medium are disclosed forenhancing a customer's experience with an organization during thelifecycle of their relationship. Certain aspects of the inventionreflect an appreciation that the value associated with an organization,or a product or service they may provide, or both, often lies in the eyeof the beholder, whether it is the organization itself or a customer ofthe organization. Likewise, certain aspects of the invention reflect anappreciation that building blocks of value exist for almost everyproduct or service, and by understanding the nature and characteristicsof that value provides opportunities for organizations to improve theirperformance in current markets or break into new ones. Certain aspectsof the invention likewise reflect an appreciation that the customer'sperception of such value is often affected by their human experience(HX), described in greater detail herein, with the organization.

Likewise, certain aspects of the invention reflect an appreciation thatenhancing a customer's HX with an organization may lead to a moreenduring, productive, and profitable relationship. However, certainaspects of the invention likewise reflect an appreciation that typicalapproaches to enhancing a customer's HX with an organization are manual,slow, and do not scale. Likewise, certain aspects of the inventionreflect an appreciation that relevant HX data is often buried withinhuge volumes of data scattered between disparate sources. Furthermore,certain aspects of the invention reflect an appreciation that miningthat data for important nuggets of information, and then manuallyentering the data into existing HX solutions, is generally laborintensive.

For purposes of this disclosure, an information handling system mayinclude any instrumentality or aggregate of instrumentalities operableto compute, classify, process, transmit, receive, retrieve, originate,switch, store, display, manifest, detect, record, reproduce, handle, orutilize any form of information, intelligence, or data for business,scientific, control, or other purposes. For example, an informationhandling system may be a personal computer, a network storage device, orany other suitable device and may vary in size, shape, performance,functionality, and price. The information handling system may includerandom access memory (RAM), one or more processing resources such as acentral processing unit (CPU) or hardware or software control logic,ROM, and/or other types of nonvolatile memory. Additional components ofthe information handling system may include one or more disk drives, oneor more network ports for communicating with external devices as well asvarious input and output (I/O) devices, such as a keyboard, a mouse, anda video display. The information handling system may also include one ormore buses operable to transmit communications between the varioushardware components.

FIG. 1 is a generalized illustration of an information handling system100 that can be used to implement the system and method of the presentinvention. The information handling system 100 includes a processor(e.g., central processor unit or “CPU”) 102, input/output (I/O) devices104, such as a display, a keyboard, a mouse, a touchpad or touchscreen,and associated controllers, a hard drive or disk storage 106, andvarious other subsystems 108. In various embodiments, the informationhandling system 100 also includes network port 110 operable to connectto a network 140, which is likewise accessible by a service providerserver 142. The information handling system 100 likewise includes systemmemory 112, which is interconnected to the foregoing via one or morebuses 114. System memory 112 further comprises operating system (OS) 116and in various embodiments may also comprise human experience (HX)optimization system 118. In certain embodiments, the HX enhancementsystem 118 may be implemented to include an extraction engine 120, anenrichment engine 122, an analysis engine 124, and a results engine 126,or a combination thereof. In one embodiment, the information handlingsystem 100 is able to download the HX enhancement system 118 from theservice provider server 142. In another embodiment, the HX enhancementsystem 118 is provided as a service from the service provider server142.

In certain embodiments, the HX enhancement system 118 may be implementedto perform an HX enhancement operation, described in greater detailherein. In certain embodiments, the HX enhancement operation can beexecuted during operation of an information handling system 100. Incertain embodiments, the HX enhancement operation results in therealization of enhancing a customer's experience with an organizationduring the lifecycle of their relationship.

FIG. 2 is a block diagram of human experience (HX) enhancementenvironment 200 implemented in accordance with an embodiment of theinvention. In certain embodiments, the HX enhancement environment 200may include an HX enhancement system 118. In certain embodiments, the HXenhancement environment 200 may include a repository of HX enhancementdata 220. In certain embodiments, the repository of HX enhancement data220 may be local to the system executing the HX enhancement system 118or may be executed remotely. In certain embodiments, the repository ofHX enhancement data 220 may include various information associatedpartner 222 data, customer relationship management (CRM) 224 data,product 226 data, sales order 228 data, other HX related 230 data or acombination thereof. Examples of other HX related data (not shown)include web analytics data, social media data, published analyses data,industry analyst data, HX recommendation data, described in greaterdetail herein, and HX results data, likewise described in greater detailherein.

In certain embodiments, the HX enhancement system 118 may be implementedto include an extraction engine 120, an enrichment engine 122, ananalysis engine 124, and a results engine 126, or a combination thereof.In various embodiments, the HX enhancement system 118 may be implementedto enhance certain aspects of a customer's human experience with anorganization during the lifecycle of their relationship. In certainembodiments, the extraction engine 120, an enrichment engine 122, ananalysis engine 124, and a results engine, or a combination thereof maybe implemented in the performance of an HX enhancement operation,described in greater detail herein. In various embodiments, theperformance of such an HX enhancement operation may result in enhancingcertain aspects of a customer's human experience with an organizationduring the lifecycle of their relationship.

In certain embodiments, a user 202 may use a user device 204 to interactwith the extraction engine 120, enrichment engine 122, analysis engine124, and results engine 126, or a combination thereof. As used herein, auser device 204 broadly refers to an information handling system such asa personal computer, a laptop computer, a tablet computer, a personaldigital assistant (PDA), a smart phone, a mobile telephone, or otherdevice that is capable of communicating and processing data. In certainembodiments, the user device 204 may be configured to present anextraction engine 120, enrichment engine 122, analysis engine 124, andresults engine 126, or a combination thereof, system user interface (UI)240. In certain embodiments, the HX enhancement system UI 240 may beimplemented to present a graphical representation 242 of HX enhancementinformation, which is automatically generated in response to interactionwith the HX enhancement system 118.

In certain embodiments, the user device 204 may be used to exchangeinformation between the user 202 and the HX enhancement system 118, acustomer product environment 244, a product design system 250, a digitalmarketing system 252, a partner portal 254, and a CRM system 256, or acombination thereof, through the use of a network 140. In certainembodiments, the network 140 may be a public network, such as a publicinternet protocol (IP) network, a physical private network, a wirelessnetwork, a virtual private network (VPN), or any combination thereof.Skilled practitioners of the art will recognize that many suchembodiments are possible and the foregoing is not intended to limit thespirit, scope or intent of the invention.

In various embodiments, the HX enhancement system UI 240 may bepresented via a website. In certain embodiments, the website may beprovided by one or more of the HX enhancement system 118, the customerproduct environment 244, the product design system 250, the digitalmarketing system 252, the partner portal 254, and the CRM system 256, ora combination thereof. For the purposes of this disclosure a website maybe defined as a collection of related web pages which are identifiedwith a common domain name and is published on at least one web server. Awebsite may be accessible via a public IP network or a private localnetwork.

As used herein, a web page broadly refers to a document that isaccessible via a web browser which displays the web page via a displaydevice of an information handling system 100. In various embodiments,the web page may also include the file which causes the document to bepresented via the web browser. In various embodiments, the web page maycomprise a static web page, which is delivered exactly as stored and adynamic web page, which is generated by a web application that is drivenby software that enhances the web page via user input to a web server.

In certain embodiments, the HX enhancement system 118 may be implementedto interact with various aspects of the customer product environment244, including individual products therein, such as an informationhandling system 100. In certain embodiments, the HX enhancement system118 may likewise be implemented to interact with the product designsystem 250, the digital marketing system 252, the partner portal 254,and the CRM system 256, or a combination thereof, any of which may inturn be executing on a separate information handling system 100. Invarious embodiments, the product design system 250 may be implemented tointeract with a customer product environment 244, including individualproducts therein, such as an information handling system 100. In variousembodiments, the product design system 250 may be implemented toconfigure, or reconfigure, products or services used in the customerproduct environment 244. In certain embodiments, such configuration, orreconfiguration, may result in enhancing a customer's human experiencewith an organization during the lifecycle of their relationship.

In various embodiments, the HX enhancement system 118 may be implementedto interact with the digital marketing system 252, the partner portal254, and the CRM system 256, or a combination thereof. In certain ofthese embodiments, such interaction may involve the exchange of HXenhancement data 220 stored in the repositories of partner 222, CRM 224,product 226, and sales order 228 data. In certain embodiments, theexchange of such data may result in the enhancement of a customer'shuman experience with an organization during the lifecycle of theirrelationship.

FIG. 3 shows the interrelationship between human experience, customerexperience, and user experience with an interaction implemented inaccordance with an embodiment of the invention. In certain embodiments,user experience 304 may be associated with a particular interaction 302.As used herein, an interaction 302 broadly refers to one entity'scommunication or involvement with another entity, such as someone orsomething.

For example, an organization may have an interaction 302 with acustomer. As another example, a customer may have an interaction 302with a product or service provided by the organization. As yet anotherexample, a customer may have an interaction 302 with certain promotionalmaterials produced by the organization. Accordingly, certain embodimentsof the invention reflect an appreciation that communication associatedwith such interactions 302 may be verbal, nonverbal, physical, virtual,written, or visual, or a combination thereof. Certain embodiments of theinvention likewise reflect an appreciation that involvement associatedwith such customer interactions 302 may be direct or indirect, or acombination of the two.

As likewise used herein, user experience (UX) 304 broadly refers to aperson's emotions and attitudes about using a particular product,system, or service. In general usage, UX 304 typically includes thepractical, experiential, affective, meaningful, and valuable aspects ofproduct ownership. In certain embodiments, UX 304 may includes variousaspects of human-machine interaction 302, such as its utility, ease ofuse, efficiency, and so forth. Certain embodiments of the inventionreflect an appreciation that UX 304 may be subjective in nature due toits orientation to each individual's unique perceptions, attitudes, andthought processes related to such interactions 302. Various embodimentsof the invention likewise reflect an appreciation that UX 304 for aparticular user will likely evolve over time and may dynamically varyaccording to certain usage, or interaction 302, circumstances.

As used herein, customer experience (CX) 306 broadly refers to acustomer's holistic perception of an organization, based upon theirinteractions 302 throughout the lifecycle of the customer relationship.As likewise used herein, the lifecycle of the customer relationshipbroadly refers to the interactions 302 between a customer and anorganization from the time they may consider making a purchase to becomea customer until they cease to be a customer. For example, a customerrelationship lifecycle may begin when a customer begins to considersigning a sales contract, or other binding agreement, to purchase aproduct or service. To continue the example, the end of the customerrelationship lifecycle may occur when the customer no longer uses theproduct or service they previously purchased.

Certain embodiments of the invention reflect an appreciation that CX 306effectively encompasses many aspects of an organization's offerings,including customer care, advertising, packaging, product and servicefeatures, ease of use, reliability, and warranties. Certain embodimentsof the invention likewise reflect an appreciation that CX 306 may alsoinvolve creating direct and indirect relationships with customers, aswell as how they buy, use, and receive services, such as by online orface-to-face in-store interactions 302 with the customer. Likewise,certain embodiments of the invention reflect an appreciation that CX 306implies a customer's involvement with an organization at differentlevels, such as rational, emotional, sensorial, physical, and spiritual,as described in greater detail herein.

Accordingly, certain embodiments of the invention reflect anappreciation that CX 306 is a result of virtually every interaction 302a customer may have with an organization, no matter how seeminglyinsignificant. Such interactions may include navigating theorganization's web site, the sales experience associated with purchasinga product or service provided by the organization, using the product orservice, and receiving follow-on support after the purchase. As aresult, effectively everything an organization may do has a potentialimpact on their customer's perception, and as a result, their decisionto continue the customer relationship, or not.

As used herein, human experience (HX) 308 broadly refers to the mental,emotional, spiritual, and physical characteristics that shape who anindividual is, how they perceive the world around them, what they expectfrom certain individuals and organizations, and why they may elect tointeract 302 with them. Various embodiments of the invention reflect anappreciation that such interaction 302 may include certain aspects of CX306, or UX 304, or a combination of the two. Accordingly, in certainembodiments, HX 308 may include CX 306, and by extension, UX 304 aswell.

FIG. 4 is a Venn diagram showing the relationship of human experience tointerrelated entities, as implemented in accordance with an embodimentof the invention. In various embodiments, certain entities, such as acustomer 406 of an organization, an employee 402 of the organization, apartner 404 of the organization, and society in general and the world atlarge 408, or a combination thereof, may be interrelated as shown inFIG. 4 . In certain embodiments, human experience (HX) 308, described ingreater detail herein, may reside at the intersection of these entities.Skilled practitioners of the art will realize that many such entities,and interrelationships, are possible. Accordingly, the foregoing is notintended to limit the spirit, scope, or intent of the invention.

FIG. 5 shows a graphical depiction of human experience aspects andfactors used in accordance with an embodiment of the invention togenerate a human experience insight. As used herein, a human experience(HX) insight 540 broadly refers to information associated with how toenhance, or otherwise improve, a customer's relationship with anorganization during the lifecycle of their customer relationshiplifecycle. In various embodiments, such information may include certainHX aspects. In certain embodiments, HX aspects associated withgenerating an HX insight 540 for a particular customer may includeconsideration of who 508 the customer may be, what 518 matters to them,how 528 the organization's product or service may be used, and why 538its use matters. As used herein, enhancing the customer's humanexperience broadly refers to improving, or otherwise enhancing, to thegreatest extent possible, the customer's perception of the organizationthroughout the lifecycle of the customer relationship.

In various embodiments, a customer metric and an experience metric maybe generated as a result of performing an analysis operation associatedwith certain HX aspects and HX factors shown in FIG. 5 . In certainembodiments, information associated with the HX aspects of who 508 thecustomer may be, and why 538 the use of an organization's product orservice matters to them, may be used to generate the customer metric. Incertain embodiments, information associated with the HX aspects of what518 matters to the customer, and how 528 the customer may use anorganization's product or service, may be used to generate theexperience metric. In certain embodiments, a weighting factor may berespectively assigned to the customer metric (e.g., 60%) and theexperience metric (e.g., 30%). In these embodiments, the weightingfactor respectively assigned to the customer metric or the experiencemetric is a matter of design choice.

As an example, a customer may experience anticipation once they havedecided to purchase a new computer system based upon its advertisedspecifications and price. However, the system may not perform as well asthe customer expected once it is implemented. As a result, thecustomer's experience associated with the purchase of the system may bedisappointment. However, the customer may place a support call andreceive patient and effective assistance in configuring the system suchthat it exceeds the customer's original expectations. In this example,the customer's experience may have ranged from anticipation once thesystem was purchased, to disappointment when initially implemented, tosatisfaction once they received assistance in configuring it.Accordingly, certain embodiments of the invention reflect anappreciation that a particular customer's experience can be improved,and possibly enhanced over time, by gaining insight into various HXaspects and factors associated with the customer.

In certain embodiments, each HX aspect shown in FIG. 5 may be associatedwith one or more HX factors. For example, in various embodiments, thewho 502 HX aspect may be related to HX factors associated with thecustomer 502, such as their buyer profile 504 and certain customer input506 they may provide to an organization. In certain embodiments, a buyerprofile 504 may be implemented to include information related to thecustomer's 502 their size, geographic location, business model,purchasing habits, and so forth. In certain embodiments, customer input506 may include information related to the customer's 502 customerjourney. As used herein, customer journey broadly refers to theend-to-end activities that a customer undertakes when deciding to make apurchase from a particular organization.

In various embodiments, the what 518 HX aspect may be associated with HXfactors related to the organization's brand, products, and services 512,such as brand intelligence 514 and certain product factors 516. Incertain embodiments, brand intelligence 514 may include informationrelated to an organization's recognition in the marketplace, theirmarketing approach, advertising channels, packaging, trust familiarity,and so forth. In certain embodiments, product factors 516 may includeproduct specifications, build quality, product and services reliabilitystatistics, service level response times, warranties, and so forth.

In various embodiments, the how 528 HX aspect may be associated with HXfactors related to the customer's market and business 522, such asmarket landscape 524 and certain business input 526. In certainembodiments, market landscape 524 may include information related to thecustomer's industry sector, their target market sectors, marketpenetration, their competitive landscape, revenue goals, and so forth.In certain embodiments, business input 526 may include informationrelated to the customer's organization structures, business models,external and internal operational processes, and so forth.

In various embodiments, the why 308 HX aspect may be associated with HXfactors related to certain macro trends 532, such as informationprovided by published analyses 534 and industry analysts 536. In certainembodiments, published analyses 534 may include information related tosocietal and industry trends, emerging markets, and so forth. In variousembodiments, information provided by industry consultants 536 mayinclude certain macro trend information that is pertinent to theorganization's products, services, market goals, and so forth.

Accordingly, certain embodiments of the invention reflect anappreciation that reaching a better understanding of such HX factors mayfacilitate the generation of useful HX enhancement insights 540. As usedherein, an HX enhancement insight 540 broadly refers to an accurate anddeep understanding of how to enhance, or otherwise improve, thecustomer's perception of the organization from an HX perspective. Forexample, an HX enhancement insight 540 may include an understanding thatwhile a customer may have bought a particular product from theorganization in the past due to its reliability and price point, they donot plan to do so in the future as they no longer find the product'sdesign appealing due to certain design trends exhibited in competitiveproducts. To continue the example, realization of such a HX enhancementinsight 540 may result in the organization revising the product's designwhile retaining its established reliability and price point to improvethe customer's experience and increase the probability of future sales.

As another example, a computer manufacturer may have had a design goalof producing a laptop computer with a thin screen bezel. As a result,the laptop's forward-facing camera lens was placed in the bottom edge ofthe screen bezel, where there was more room than the top and side edges.However, the placement of the camera has led to customer dissatisfactiondue to the camera showing an off-axis view of the user's face. As aresult of customer input 506 to that effect, and incorporating certainproduct factors 516, the manufacturer may decide to relocate the camerato the top bezel, which may result in providing an on-axis view of theuser's face, albeit with the trade-off of a thicker screen bezel. Thoseof skill in the art will recognize that many such HX factors may be usedto generate an HX enhancement insight 540. Accordingly, the foregoing isnot intended to limit the spirit, scope, or intent of the invention.

FIG. 6 shows a block diagram of human experience (HX) objectives andassociated HX elements implemented in accordance with an embodiment ofthe invention. As used herein, an HX objective broadly refers to aqualitative goal that may be achieved through the devotion of certain ofHX-related efforts and resources, described in greater detail herein. Aslikewise used herein, an HX element broadly refers to particular aspectof an associated HX objective. In various embodiments, as shown in FIG.6 , an organization may decide to proportionately devote their HXefforts and resources to achieve certain HX objectives, such as protect602 (e.g., 15%), compete 604 (e.g., 25%), innovate 606 (e.g., 32.5%),and inspire 608 (e.g., 27.5%).

In certain embodiments, an organization may decide to achieve an HXobjective of protecting 602 their current customer base by devoting 15%of their CX efforts and resources toward HX elements that maintain, orimprove product support 610 and product 612 quality. Likewise, incertain embodiments, an organization may decide to achieve an HXobjective of maintaining their competitive 604 position by devoting 25%of their HX efforts and resources toward HX elements that simplify 614,saves time 616, avoids difficulties 618, and reduces effort 620. Incertain embodiments, an organization may likewise decide to achieve anHX objective of establishing themselves as being an innovator 606 bydevoting 32.5% of their HX efforts and resources toward HX elements thatprovide access 622, connects 624, integrates 626, and exhibits designrelevance 628.

Likewise, in certain embodiments, an organization may decide to achievean HX objective of providing inspiration 608 by devoting 27.5% of theirHX efforts and resources toward HX elements that exhibit designrelevance 628, encourages inspired affiliation 630, promotes personalgrowth 632, and demonstrates social vision 634. In these embodiments,the proportion of an organization's HX efforts and resources dedicatedto individual HX objectives and HX elements is a design choice. Skilledpractitioners of the art will recognize that many such examples of HXobjectives and HX elements, and their respective proportional use HXefforts and resources, are possible. Accordingly, the foregoing is notintended to limit the spirit, scope, or intent of the invention.

FIG. 7 shows a ranked hierarchy of standardized human experience (HX)concepts associated with corresponding HX objectives implemented inaccordance with an embodiment of the invention. In certain embodiments,an enrichment engine may be implemented during an enrichment phase, asdescribed in greater detail herein, to generate a ranked hierarchy ofstandardized HX concepts. In various embodiments, certain standardizedHX concepts in the ranked hierarchy of standardized HX concepts 700 maybe associated with one or more HX objectives, described in greaterdetail herein. As an example, as shown in FIG. 7 , the standardized HXconcepts of effective support 704, reduce risk 706, and responsivesupport 708 may be associated with the HX objective of protect 602.Likewise, the standardized HX concepts of reduces effort 710, saves time712, informs 714, and simplifies 716 may be associated with the HXobjective of compete 604.

As likewise shown in FIG. 7 , the standardized HX concepts ofrelationship 720 and connects 722 may be associated with the HXobjective of innovate 606. Likewise, the standardized HX concept ofdesign and brand 726 may be associated with the HX objective of inspire608. Furthermore, the standardized HX concept of integrates 718 may beassociated with the HX objectives of compete 604 and innovate 606.Likewise, the standardized HX concept of provides access 724 may beassociated with the HX objectives of innovate 606 and inspire 608.

In various embodiments, enrichment operations may be performed tocategorize certain standardized HX concepts into corresponding classesof standardized HX concepts. In certain embodiments, as described ingreater detail herein, the enrichment operations may be performed by anenrichment engine during an enrichment phase. For example, as shown inFIG. 7 , the standardized HX concepts of reduce risk 706, and responsivesupport 708 may be categorized as a foundational 734 class ofstandardized HX concepts.

Likewise, the standardized HX concepts of effective support 704, reduceseffort 710, and saves time 712 may be categorized as an improveefficiencies 736 class of standardized HX concepts. As likewise shown inFIG. 7 , the standardized HX concepts of informs 714, simplifies 716,integrates 718, relationship 720, connects 722, and provides access 724may be categorized as a provides access to insights 738 class ofstandardized HX concepts. Likewise, the standardized HX concept ofdesign and brand 726 may be categorized as a create inspired experiences740 class of standardized HX concepts.

In various embodiments, as described in greater detail herein, certainanalysis operations may be performed, as described in greater detailherein, to map the classes of standardized HX concepts corresponding toone or more HX objectives to generate a mapped HX insight. In variousembodiments, certain machine learning approaches familiar to skilledpractitioners of the art may be used to generate the mapped HX insights.In certain embodiments, the analysis operations may be performed by ananalysis engine during an analysis phase, as described in greater detailherein. For example, as shown in FIG. 7 , the foundational 734 class ofstandardized HX concepts may be mapped to the HX objective of protect602. To continue the example, the mapping of the foundational 734 classof standardized HX concepts to the HX objective of protect 602 mayresult in the generation of a mapped HX insight that a customerperceives the foundational 734 class of standardized HX concepts assistsin protecting 602 the existing relationship between the customer and theorganization.

As another example, the improve efficiencies 736 class of standardizedHX concepts may be mapped to the HX objectives of protect 602 andcompete 604. To continue the example, the mapping of the improveefficiencies 736 class of standardized HX concepts to the HX objectivesof protect 602 and compete 604 may result in the generation of a mappedHX insight that a customer perceives the improve efficiencies 736 classof standardized HX concepts not only assists in protecting 602 theexisting relationship between the customer and the organization, butallows both to compete 604 more effectively. As yet another example, theprovide access to insights 738 class of standardized HX concepts may bemapped to the HX objectives of compete 604, innovate 606, and inspire608. To continue the example, the mapping of the provide access toinsights 738 class of standardized HX concepts to the HX objectives ofprotect compete 604, innovate 606, and inspire 608 may result in thegeneration of a mapped HX insight that both an organization and theircustomer may perceive the access to insights 738 class of standardizedHX concepts allows them to compete 608 more effectively while being moreinnovative 606 and inspirational 608.

As yet still another example, the create inspired experiences 740 classof standardized HX concepts may be mapped to the HX objective of inspire608. To continue the example, the mapping of the create inspiredexperiences 740 class of standardized HX concepts to the HX objective ofinspire 608 may result in the generation of a mapped HX insight that acustomer may perceive the creation of inspired experiences 740 class ofstandardized HX concepts enhancing the relationship they may have withan organization. Skilled practitioners of the art will recognize thatmany such examples of standardized HX concepts, classes of standardizedHX concepts, and mappings to associated HX objectives are possible, andby extension the mapped HX insights that may be generated therefrom.Accordingly, the foregoing is not intended to limit the spirit, scope,or intent of the invention.

In certain embodiments, the HX perspective of a particular standardizedHX concept, or class of standardized HX concepts, may be inwardly 702focused, outwardly 732 focused, or both. As used herein, HX perspectivebroadly refers to who is affected by a particular standardized HXconcept. For example, the affect of a particular standardized HX conceptsuch as effective support 704 may be more oriented to an organizationthat provides support for a product or service. Accordingly, effectivesupport 704 may be considered inwardly 702 focused due to theorganization's goal of meeting internal support effective metrics toinsure the customer receives the product or service support they need.

Conversely, the effect of a standardized HX concept such as responsivesupport 708 may be more oriented to a customer who values responsivenessto their support needs. Accordingly, responsive support 708 may beconsidered outwardly 732 focused due to the customer's perception of howresponsive the organization may be when providing support. Likewise, theaffect of a standardized HX concept such as reduce risk 706 may beoriented, to one degree or another, to both an organization and acustomer. Accordingly, reduce risk 706 may be considered both inwardly702 and outwardly 732 focused as its affect is oriented to both anorganization and a customer.

In various embodiments, certain standardized HX concepts, or classes ofstandardized HX concepts, or a combination of thereof, may be associatedwith a corresponding HX value. As used herein, HX value broadly refersto the value associated with a particular mapped HX insight generated bymapping classes of standardized HX concepts to one or more HXobjectives. For example, as shown in FIG. 7 , mapped HX insightsgenerated by mapping the foundational 734 class of standardized HXconcepts to the protect 602 HX objective may be considered to be lowvalue, as they may be primarily oriented to break/fix 744 situationsinvolved in the relationship between an organization and their customer.Likewise, mapped HX insights generated by mapping the improveefficiencies 736 class of standardized HX concepts to the protect 602and compete 604 HX objectives may range from low value break/fix 744mapped HX insights to moderate value mapped HX insight plays 746.

As likewise shown in FIG. 7 , mapped HX insights generated by mappingthe provide access to insights 736 class of standardized HX concepts tothe compete 604, innovate 606, and inspire 608 HX objectives may rangefrom moderate value mapped HX insight plays 746 to high value mapped HXinsight breakthroughs 748. Likewise, mapped HX insights generated bymapping the create inspired experiences 740 class of standardized HXconcepts to the inspire 608 HX objective may result in high value mappedHX insight breakthroughs 748. Those of skill in the art will recognizethat many such examples of HX value are possible. Accordingly, theforegoing is not intended to limit the spirit, scope, or intent of theinvention.

FIG. 8 shows a weighted Cartesian scatter plot of mapped humanexperience (HX) insights implemented in accordance with an embodiment ofthe invention. In various embodiments, as described in greater detailherein, certain mapped HX insights may be generated by mappingstandardized HX concepts, or classes of standardized HX concepts, or acombination of the two, to associated HX objectives. In certainembodiments, as shown in FIG. 8 , such mapped HX insights may be plottedon a weighted Cartesian scatter plot 800 of mapped HX insights. Incertain embodiments, the relative importance, or the frequency of theirgeneration, or the anticipated value of their associated affect, or acombination thereof, of each mapped HX insight is indicated by theirrespective location on the plot and the proportional size of theirdepiction.

For example, as shown in FIG. 8 , mapped HX insights may be plotted onweighted Cartesian scatter plot 800 where the x axis is defined by lownovelty solutions 806 and high novelty solutions 808, and the y axis isdefined by low novelty problems 802 and high novelty problems 804.Accordingly, the plotting of an individual mapped HX insight on theCartesian scatter plot 800 may indicate the respective novelty of aproblem referenced by the mapped HX insight and the novelty of itsassociated solution. In certain embodiments, the associated solution maybe in the form of an HX enhancement recommendation or result, both ofwhich are described in greater detail herein.

Likewise, in certain embodiments, the relative size of one mapped HXinsight's depiction relative to another may reflect their respectiveimportance, frequency of generation, or anticipated value of theirassociated affect, or a combination thereof. As an example, the positionof the “price” mapped HX insight on the Cartesian scatter plot 800indicates it is a lower novelty problem 802 and represents a lowernovelty solution 806, whereas the position of the “motivation” mapped HXinsight indicates it is a somewhat higher novelty problem 804 andrepresents a higher novelty solution 808. Likewise, the larger depictionof the “motivation” mapped HX insight, relative to the smaller depictionof the “price” mapped HX insight, indicates it has importance, frequencyof generation, or anticipated value of their associated affect, or acombination thereof. In certain embodiments, individual mapped HXinsights may be plotted, and grouped, on the Cartesian scatter plot 800according to whether they are considered to represent innovation actions810, innovation plays 812, or innovation aspirations 814.

FIG. 9 shows a simplified process flow of human experience (HX)operations implemented in accordance with an embodiment of theinvention. In various embodiments, an extraction engine 120 may beimplemented during an extraction 902 phase, as described in greaterdetail herein, to extract certain HX related information from one ormore HX related data extract sources 910. In certain embodiments, thedata extract sources may include data stored in one or more repositoriesof HX enhancement data, shown in FIGS. 2, 11, and 12 .

In certain embodiments, the extraction engine 120 may likewise beimplemented during the extraction 902 phase, as described in greaterdetail herein, to perform certain insight enrichment 912 operations. Incertain embodiments, the insight enrichment 912 operations may includeprocessing the extracted HX related data to generate standardized HXconcepts, as described in greater detail herein. In various embodiments,certain natural language processing (NLP) approaches familiar to skilledpractitioners of the art may be used to generate the standardized HXconcepts.

In various embodiments, an enrichment engine 122 may be implementedduring an enrichment phase 904, as described in greater detail herein,to generate a ranked hierarchy of standardized human experience (HX)concepts. In various embodiments, the enrichment 122 engine may beimplemented to associate certain HX insights with a corresponding HXobjective, as likewise described in greater detail herein. In variousembodiments, as likewise described in greater detail herein, theenrichment 122 engine may be implemented to categorize certainstandardized HX concepts into classes of standardized HX concepts. Aslikewise described in greater detail herein, the enrichment engine maybe implemented in various embodiments to generate an HX insight bymapping classes of standardized HX insights to one or more HXobjectives.

In various embodiments, an analysis engine 124 may be implemented duringan analysis 906 phase to plot certain HX insights onto a weightedCartesian scatter plot of standardized HX insights. In certainembodiments, the analysis engine 124 may likewise be implemented toindicate the relative importance, frequency of their generation,anticipated value of their associated affect, or a combination thereof,of each HX insight by their respective location on the plot and theproportional size of their depiction.

In certain embodiments, a results engine 126 may be implemented during aresults 908 phase to generate an HX recommendation 914, described ingreater detail herein, from the HX insights generated by the enrichmentengine 122 during the enrichment 904 phase. In certain embodiments, theresults engine 126 may likewise be implemented during the results 908phase to analyze 916 the results of implementing a particular HXrecommendation. In certain embodiments, data associated with the HXresults analysis 916 may be provided as HX results analysis feedback918.

In certain embodiments, the HX results analysis feedback 918 may be usedto iterate one or more of the extraction operation, the enrichmentoperation, and the analysis operation. In certain embodiments, theextraction operation, the enrichment operation, and the analysisoperation may be iterated to generate a refined human experiencerecommendation. In certain embodiments, the HX results analysis feedback918 may be used as an additional input when generating the refined humanexperience. In certain embodiments, the HX results analysis feedback 918may provide an additional weighting factor (e.g., 10%) that may be usedwith more or both of the weighting factor associated a particularcustomer metric (e.g., 60%), or experience metric (e.g., 30%), describedin the descriptive text associated with FIG. 5 . In certain embodiments,the data associated with the HX results analysis 916 may be stored in arepository of HX results analyses data, as described in more detail inthe descriptive text associated with FIG. 12 . In certain embodiments,the process is iteratively repeated.

FIG. 10 shows the orchestration of elements associated with a humanexperience (HX) enhancement environment implemented in accordance withan embodiment of the invention. In certain embodiments, an HXenhancement system 118, described in greater detail herein, may beimplemented with an Application Program Interface (API) 1002, familiarto skilled practitioners of the art. In certain embodiments, the API1002 of the HX enhancement system 118 may be implemented to enablevarious API services 1004, which are in turn orchestrated, as likewisedescribed in greater detail herein, by an API service orchestration 1006service.

In certain embodiments, the API 1002 may be implemented to provide aninterface to an extraction engine 120, an enrichment engine 122, ananalysis engine 124, and a results engine 126, or a combination thereof,all of which are described in greater detail herein. In certainembodiments, the API 1002 may be implemented to provide an interfacebetween the HX enhancement system 118 and HX extract sources 908.Examples of such HX extract sources 908 include product design 250,digital marketing 252, partner portal 254, and customer relationshipmanagement (CRM) 256 systems. In certain embodiments, HX enhancementdata provided by the HX extract sources 908 may be stored in one or morerepositories of HX enhancement data 220. In certain embodiments, the API1002 may be implemented to provide an interface to various repositoriesof HX enhancement data 220, likewise described in greater detail herein.Examples of such HX enhancement data 220 include partner 222, CRM 224,226 and sales order 228 data.

In certain embodiments, various functionalities provided by theextraction engine 120, the enrichment engine 122, the analysis engine124, and the results engine 126 may in turn be provided as an APIservice 1004 to the HX enhancement system 118. In certain embodiments,various functionalities of the product design 250, digital marketing252, partner portal 254, and customer relationship management (CRM) 256systems may be provided to the HX enhancement system 118 as one or moreAPI services 1004. In certain embodiments, access to data contained inthe various repositories of HX enhancement data 220 may likewise beprovided as one or more API services 1004. Those of skill in the artwill recognize that many such embodiments are possible. Accordingly, theforegoing is not intended to limit the spirit, scope, or intent of theinvention.

FIG. 11 shows a simplified process flow of operations performed inaccordance with an embodiment of the invention to generate a humanexperience (HX) recommendation implemented in accordance with anembodiment of the invention. As used herein, an HX recommendation 1140broadly refers to a proposed course of action whose implementation 1162may result in an enhanced HX experience, described in greater detailherein, a customer may attain during the lifecycle of their relationshipwith an organization. In certain embodiments, implementation 1162 of aparticular HX recommendation 1140 may culminate in an associated HXresult 1166. As used herein, an HX result 1166 broadly refers to theoutcome of the implementation 1162 of an associated HX enhancementrecommendation 1140. In certain embodiments, a particular HX result 1166may have the effect of enhancing a customer's HX with an organization.

In certain embodiments, as described in greater detail herein, variousHX enhancement operations may be performed to enhance a customer's HXwith an organization during the lifecycle of their relationship. Incertain embodiments, as likewise described in greater detail herein, anHX enhancement system 118 may be implemented to use information providedby an extraction engine 120, an enrichment engine 122, an analysisengine 124, and a results engine 126, or a combination thereof, toperform the HX enhancement operation. In various embodiments, asdescribed in the descriptive text associated with FIG. 10 , theextraction engine 120, enrichment engine 122, analysis engine 124, andresults engine 126, or a combination thereof, may be implemented toexchange certain HX information via an Application Program Interface(API) orchestration module. In various embodiments, the HX informationmay be exchanged as a result of certain operations performed during anextraction 902 phase, an enrichment 904 phase, an analysis 906 phase,and a results 908 phase, or a combination thereof, likewise as describedin greater detail herein.

In certain embodiments, the HX enhancement system 118 may beimplemented, as described in greater detail herein, to processinformation respectively provided by the extraction engine 120, theenrichment engine 122, the analysis engine 124, and the results engine126, or a combination thereof, to generate one or more HX enhancementrecommendations 1140. In certain embodiments, the resulting HXenhancement recommendation 1140 may be implemented 1162 to achievecertain HX enhancement objectives, as likewise described in greaterdetail herein. In certain embodiments, the HX enhancementrecommendations 1140 may include brand 1142, product design 1144,product feature 1146, product support 1148, operational 1150, financial1152, and custom 1154 recommendations, or a combination thereof.

In certain embodiments, an HX enhancement 1056 dashboard and anadministrator 1158 dashboard may be respectively implemented to manageand administer the generation of various HX enhancement recommendations1140. In various embodiments, the HX enhancement 1056 dashboard, or theadministrator 1158 dashboard, or both, may be used by HX personnel 1160to manage and administer certain HX results 1166. In variousembodiments, the HX enhancement 1056 dashboard, or the administrator1158, or a combination of the two, may be used by HX personnel 1160 toprovide certain data associated with one or more HX results 1166 to theHX enhancement system 118. In various embodiments, certain dataassociated with one or more HX results 1166 may be provided directly tothe HX enhancement system 118. In various embodiments, certain dataassociated with one or more HX results 1166 may be stored in arepository of HX enhancement data, described in greater detail herein.

As used herein, an organization's brand broadly refers to its name, anassociated design or symbol, such as a logo, or any other feature thatuniquely identifies its products or service as distinct from those ofanother organization. Certain embodiments of the invention reflect anappreciation that brands are commonly used by an organization not onlyfor recognition, but to also create and store value as brand equity tothe benefit of the organization's stakeholders and customers.Accordingly, as used herein, a brand 1142 recommendation broadly refersto an HX enhancement recommendation 1140 whose implementation wouldlikely enhance a customer's perception of an organization's brandequity. As likewise used herein, brand equity broadly refers to thevalue of a brand based upon how important a customer views that brand.

As an example, a computer manufacturer may receive customer inputrelated to their preference for purchasing products from organizationsthat are ecologically sensitive. In particular, concerns may beexpressed that the manufacturer may use certain non-biodegradablepackaging materials that could eventually end up in the ocean andadversely affect sea life. However, the manufacturer may actually usebiodegradable packaging materials for all of its products, but hasfailed to promote this fact. Accordingly, a brand 1142 recommendationmay be generated suggesting that the manufacturer more actively promotethe fact they use biodegradable packaging materials to not only protectsea life, but the environment as a whole. As a result, customerperception of the computer manufacturer being ecologically sensitive islikely to be improved, which in turn may lead to an enhanced customerrelationship.

As used herein, a product design 1144 recommendation broadly refers toan HX enhancement recommendation 1140 that addresses certain productdesign objectives. In various embodiments, the product design 1144recommendation solution may meet certain product design objectives setby the seller of the product, the prospective buyer of the product, acurrent customer of the product, or a combination thereof. As anexample, a customer may believe that the current design of a productthey currently own, such as an automobile, has become dated, and as aresult has begun to experience growing dissatisfaction with theautomobile's manufacturer. In fact, the customer may be consideringautomobiles produced by other manufacturers they believe have a morecontemporary or exciting design. In this example, the product design1144 recommendation may be to have the manufacturer take a moreaggressive approach in their future design efforts in order to retaincurrent, and attract additional, customers. As a result, customerperception of the manufacturer producing more innovative, orforward-looking, automobile designs may lead to an enhanced customerrelationship.

As used herein, a product feature 1146 recommendation broadly refers toan HX enhancement recommendation 1140 that addresses certain productfeature objectives. In various embodiments, the product feature 1146recommendation may meet certain product feature objectives set by theseller of the product, the prospective buyer of the product, a currentcustomer of the product, or a combination thereof. As an example, a datacenter customer may have purchased Gigabit switches from a vendor in thepast.

In this example, the customer may have a need to add 192 additionalEthernet switch ports, split equally between four equipment racks, toservice anticipated growth in their user base. Furthermore, the customerwould prefer to have the ports support Ethernet network speeds of up toten gigabits per second (10 Gigabit) to provide higher throughput in thefuture. However, the switches the vendor currently provides only supportGigabit Ethernet speeds. As a result, despite having a good experiencewith the vendor in the past, the customer is now considering productsfrom other vendors.

Accordingly, the product feature 1146 recommendation may be for thevendor to add 10 Gigabit Ethernet switches to their product line. Tocontinue the example, the product feature 1144 recommendation mayfurther recommend the provision of two configurations of 10 GigabitEthernet switches, one with 48 ports and the other with 24 ports.Accordingly, the product feature 1146 recommendation meets the productfeature objectives of the customer, but more importantly, having theflexibility of choosing between two product configurations, both ofwhich support 10 Gigabit Ethernet speeds, enhances the customer's HXperception of the vendor.

As used herein, a support 1148 recommendation broadly refers to an HXenhancement recommendation 1140 that addresses certain product orservice support objectives. In various embodiments, the support 1148recommendation may meet certain product or service support objectivesset by the seller of the product or service, the prospective buyer ofthe product or service, a current customer of the product or service, ora combination thereof. As an example, a manufacturer of computer serversmay offer free call center and online support for their products from7:00 AM to 7 PM weekdays as part of their service offering. However waittimes for both types of support have gradually been increasing over thepast few months and the current average wait time is approaching a halfhour, which is impractical for large customers whose business successrelies on quick resolution of issues.

In this example, one or more customers may have provided customer input,described in greater detail herein, suggesting they would be willing topay for expedited service, especially if the hours of support wereincreased from 6:00 AM to 12:00 PM, seven days a week. Accordingly, thesupport 1148 recommendation in this example may be to provide anenhanced service offering for an additional charge that not onlyincreases the hours call center and online product support is offered,but with a service level agreement (SLA) guaranteeing wait times of nomore than ten minutes. As a result, the support 1148 recommendationmeets the original product support objectives of the customer, but justas importantly, delivers more than they were anticipating by providing aguaranteed wait time of ten minutes. Furthermore, the customer's HX islikely improved, which in turn may lead to a enhancing the customer'sperception of the computer manufacturer being sensitive to the needs oftheir business.

As used herein, an operational 1150 recommendation broadly refers to anHX enhancement recommendation 1140 that addresses certain operationalobjectives. AS used herein, the term “operational” broadly refers to anyoperation, function, procedure, activity, process, and so forth enactedby an organization, or a customer of a product or service theorganization may provide. In various embodiments, the support 1148recommendation may meet certain operational objectives set by the sellerof the product or service, the prospective buyer of the product orservice, a current customer of the product or service, or a combinationthereof.

To continue the preceding example, the manufacturer of computer serversmay push driver updates to their installed base of servers throughoutthe day. However, several datacenter customers have provided customerinput that unexpected driver updates are disruptive to their businessoperations. In addition, these same customers have consistentlysuggested that driver updates be made according to a predefinedschedule.

In this example, the operational 1150 recommendation is for the computermanufacturer to offer customers of their servers the option ofdesignating which servers in their installed base receive driverupdates, at what time, and how often, according to a mutually agreeable,published schedule. Accordingly, the operational 1150 recommendationmeets the customer's objective of not having their business operationsunpredictably disrupted while having the assurance that drivers will bekept up to date according to a known schedule. As a result, thecustomer's perception of the manufacturer being sensitive to theiroperational needs is likely improved, which in turn may lead to anenhanced customer relationship.

As used herein, a financial 1152 recommendation broadly refers to an HXenhancement solution 1140 that addresses certain financial objectives.In various embodiments, the financial 1152 recommendation may meetcertain financial objectives set by the seller of a product, a customerof the product, or a combination thereof. To continue a previousexample, the vendor of Ethernet switches may follow a sales philosophyof achieving maximum financial value from a customer, even if thatachievement is over time. Likewise, the operator of the datacenter maywish to limit how much they expend on infrastructure expansion at anyparticular point in time. Furthermore, while the cost of a 48 port 10Gigabit switch is only 50% higher than a 24 port switch, the data centerowner may not need to add all 192 Ethernet ports at one time.

Accordingly, a financial 1152 solution may entail the vendor proposingthe sale of eight 24 port switches, in two groups of four, as growth inthe data center's user base justifies the expenditure. As a result, thefinancial objectives of both the vendor and the data center operator aremet. The vendor maximizes the financial value of their customer as morerevenue will be realized in total due to the higher sales price of eight24 port switches compared to the cost of four 48 port switches.Likewise, the data center operator can align the cost of expanding theirinfrastructure to the growth of their user base. Accordingly, thecustomer's experience with the vendor is not only improved initially,but over the course of the customer relationship as well.

In certain embodiments, two or more individual HX enhancementrecommendations 1140 may be combined, in whole or in part, to generate acustom recommendation 1154. As an example, certain aspects of afinancial 1152 recommendation may be combined with certain aspects of aproduct feature 1146 recommendation to generate a custom 1154recommendation that provides a trade-off between cost and performance.Skilled practitioners of the art will recognize many such embodiments ofHX enhancement recommendations 1140, and associated examples or theirimplementation, are possible. Accordingly, the foregoing is not intendedto limit the spirit, scope, or intent of the invention.

In various embodiments, generation of a particular HX enhancementsolution 1140 may result in its implementation 1162. In variousembodiments, implementation of a particular HX enhancement solution 1140may involve the provision of certain HX enhancement content by HXpersonnel 1160, such as a salesperson, customer service representative,product designer, marketer, and so forth. Examples of such HXenhancement content include various forms of sales collateral, productand service presentations, sales proposals, questionnaires and othercontent used to convey, or receive, product or other HX-relatedinformation to or from prospective and existing customers. In variousembodiments, the HX enhancement content may be implemented to includecertain HX enhancement guidance to HX personnel 1160 at various stagesof a customer relationship lifecycle.

As an example, the HX enhancement content may include certain HX-relatedquestions that should be answered before proceeding to the next stage ofthe customer relationship. As another example, the HX enhancementcontent may include suggestions regarding which HX enhancement contentto provide for HX-related interactions 1164 with an existing orprospective customer, at which stage of the customer relationship, andto whom. As yet another example, the HX enhancement content may includea proposal for one or more products or a request for product or serviceimprovement suggestions.

In various embodiments, customer 1164 interaction 1162 with certain HXenhancement content may lead to an HX enhancement result 1166, describedin greater detail herein. In various embodiments, data associated withcertain HX enhancement results 1166 may be stored in a repository of HXenhancement data 220, described in greater detail herein. Those of skillin the art will recognize many such examples of HX enhancement content,and how it may be used to enhance a customer's experience, are possible.Accordingly, the foregoing is not intended to limit the spirit, scope orintent of the invention.

In various embodiments, an HX enhancement dashboard 1156 may beimplemented to provide certain HX personnel 1160 the ability to managewhich HX enhancement content is provided to an existing or prospectivecustomer 1164. In various embodiments, the HX enhancement dashboard 1156may be implemented to track certain HX interactions 1166 between HXpersonnel 1060 and customers 1164 throughout their respective customerlifecycles. In various embodiments, the HX enhancement dashboard 1166may be implemented to allow HX personnel 1160 the ability to providedata associated with certain HX enhancement results 1166 to the HXenhancement system.

In various embodiments, an administrator dashboard 1056 may beimplemented to allow an administrator, or HX management, to receivesummary and detail information related to which HX enhancement contentwas used, at what point in time, by certain HX personnel 1160. Invarious embodiments, summary and detail information related to which HXenhancement content was used, at what point in time, by certain HX 1160personnel may be stored in the repository of HX enhancement data 220,described in greater detail herein.

In certain embodiments, the use of certain HX enhancement content byvarious HX 1160 personnel, or its provision to an existing orprospective customer 1164, or both, may cause one or more HX enhancementresults 1166. As an example, an existing or prospective customer mayrequest additional information, sales collateral, sales presentations,or support materials related to a particular product they havepurchased. As another example, a sale for the product may be closed as aresult of providing the HX enhancement content. Conversely, the sale maybe lost. Alternatively, the existing or prospective customer may ask fora proposal for a different proposal.

In various embodiments, certain metadata related to which HX enhancementcontent was used, at what point in time, by certain HX personnel 1160,for which existing or prospective customer, and any associated HXenhancement results 1166, may be stored in the repository of HXenhancement data 220. In certain embodiments, the HX enhancement system118 may be implemented to use a machine learning engine, as described ingreater detail herein, to use such information to enhance othercustomer's experience throughout their respective customer relationshiplifecycle.

As an example, a sale of certain products to an existing or prospectivecustomer with a particular set of needs may have been successful.Accordingly, information related to which HX enhancement content wasused may be provided to facilitate sales of the same type of products toexisting or prospective customers who have a substantively similar setof needs. Conversely, a sale of certain products to an existing orprospective customer with a particular set of needs may have beenunsuccessful. Accordingly, information may be provided to certain HXpersonnel 1160 to assist in determining which HX enhancement content maybe more helpful in closing sales of the same type of products toexisting or prospective customers who have a substantively similar setof needs.

FIG. 12 shows a simplified process flow of human experience (HX)enhancement result analysis operations implemented in accordance with anembodiment of the invention. In various embodiments, as described ingreater detail herein, certain human experience (HX) related datasourced from one or more HX enhancement data sources 220 may beextracted 1214 by an extraction engine during an extraction phase. Inthese embodiments, the HX related data selected to be extracted 1214 bythe extraction engine, and the method by which it is extracted from thesources of HX enhancement data 220 is a matter of design choice. Incertain embodiments, the HX enhancement data sources 220 may includerepositories of partner 222, customer relationship management (CRM) 224,product 226, sales order 228, web analytics 1202, social media 1204,published analyses 1206, industry analyst 1208, HX recommendation 1210,and HX results analyses 1212 data, or a combination thereof. Those ofskill in the art will recognize that many such HX enhancement datasources are possible. Accordingly the foregoing is not intended to limitthe spirit, scope, or intent of the invention.

In certain embodiments, the extracted HX related data may then beabstracted 1216, as described in greater detail herein, to generatestandardized HX concepts. In various embodiments, as likewise describedin greater detail herein, certain natural language processing (NLP)approaches familiar to those of skill in the art may be used to abstract1216 the standardized X concepts from the extracted HX related data. Incertain embodiments, data associated with the resulting standardized HXconcepts may then be stored in a repository of HX concept data 1218.

In various embodiments, certain HX concept data stored in the repositoryof HX concept data 1218 may be retrieved and categorized 1220 into HXconcept classes, as described in greater detail herein. In turn, the HXclasses may then be processed in certain embodiments to generate mapped1222 HX insights, as likewise described in greater detail herein. Invarious embodiments, machine learning approaches familiar to skilledpractitioners of the art may be used to generate the mapped 1222 HXinsights. In certain embodiments, the HX insights are mapped 1222 as aweighted Cartesian scatter plot, with the relative relevance, orimportance, or a combination of the two, depicted by the relative sizeof their visual representation. As likewise described in greater detailherein, the resulting mapped HX insights may then be processed incertain embodiments to generate one or more HX enhancementrecommendations 1224.

In certain embodiments, the resulting HX enhancement recommendations maybe implemented 1226 as the result of one or more HX enhancementoperations, described in greater detail herein. In turn, the results ofimplementing the HX enhancement recommendations may be analyzed 1228 incertain embodiments to determine their efficacy. In certain embodiments,data associated with the analysis of the efficacy of analyzing 1228results of implementing the HX enhancement recommendations may be storedin the repository of HX results analyses 1212. In certain embodiments,the process may be iteratively repeated. In these embodiments, thenumber of process iterations is a matter of design choice.

As will be appreciated by one skilled in the art, the present inventionmay be embodied as a method, system, or computer program product.Accordingly, embodiments of the invention may be implemented entirely inhardware, entirely in software (including firmware, resident software,micro-code, etc.) or in an embodiment combining software and hardware.These various embodiments may all generally be referred to herein as a“circuit,” “module,” or “system.” Furthermore, the present invention maytake the form of a computer program product on a computer-usable storagemedium having computer-usable program code embodied in the medium.

Any suitable computer usable or computer readable medium may beutilized. The computer-usable or computer-readable medium may be, forexample, but not limited to, an electronic, magnetic, optical,electromagnetic, infrared, or semiconductor system, apparatus, ordevice. More specific examples (a non-exhaustive list) of thecomputer-readable medium would include the following: a portablecomputer diskette, a hard disk, a random access memory (RAM), aread-only memory (ROM), an erasable programmable read-only memory (EPROMor Flash memory), a portable compact disc read-only memory (CD-ROM), anoptical storage device, or a magnetic storage device. In the context ofthis document, a computer-usable or computer-readable medium may be anymedium that can contain, store, communicate, or transport the programfor use by or in connection with the instruction execution system,apparatus, or device.

Computer program code for carrying out operations of the presentinvention may be written in an object oriented programming language suchas Java, Smalltalk, C++ or the like. However, the computer program codefor carrying out operations of the present invention may also be writtenin conventional procedural programming languages, such as the “C”programming language or similar programming languages. The program codemay execute entirely on the user's computer, partly on the user'scomputer, as a stand-alone software package, partly on the user'scomputer and partly on a remote computer or entirely on the remotecomputer or server. In the latter scenario, the remote computer may beconnected to the user's computer through a local area network (LAN) or awide area network (WAN), or the connection may be made to an externalcomputer (for example, through the Internet using an Internet ServiceProvider).

Embodiments of the invention are described with reference to flowchartillustrations and/or block diagrams of methods, apparatus (systems) andcomputer program products according to embodiments of the invention. Itwill be understood that each block of the flowchart illustrations and/orblock diagrams, and combinations of blocks in the flowchartillustrations and/or block diagrams, can be implemented by computerprogram instructions. These computer program instructions may beprovided to a processor of a general purpose computer, special purposecomputer, or other programmable data processing apparatus to produce amachine, such that the instructions, which execute via the processor ofthe computer or other programmable data processing apparatus, createmeans for implementing the functions/acts specified in the flowchartand/or block diagram block or blocks.

These computer program instructions may also be stored in acomputer-readable memory that can direct a computer or otherprogrammable data processing apparatus to function in a particularmanner, such that the instructions stored in the computer-readablememory produce an article of manufacture including instruction meanswhich implement the function/act specified in the flowchart and/or blockdiagram block or blocks.

The computer program instructions may also be loaded onto a computer orother programmable data processing apparatus to cause a series ofoperational steps to be performed on the computer or other programmableapparatus to produce a computer implemented process such that theinstructions which execute on the computer or other programmableapparatus provide steps for implementing the functions/acts specified inthe flowchart and/or block diagram block or blocks.

The present invention is well adapted to attain the advantages mentionedas well as others inherent therein. While the present invention has beendepicted, described, and is defined by reference to particularembodiments of the invention, such references do not imply a limitationon the invention, and no such limitation is to be inferred. Theinvention is capable of considerable modification, alteration, andequivalents in form and function, as will occur to those ordinarilyskilled in the pertinent arts. The depicted and described embodimentsare examples only, and are not exhaustive of the scope of the invention.

Consequently, the invention is intended to be limited only by the spiritand scope of the appended claims, giving full cognizance to equivalentsin all respects.

1-20. (canceled)
 21. A computer-implementable method for performing ahuman experience operation within a human experience enhancementenvironment, the human experience enhancement environment comprising ahuman experience enhancement system and a human experience data source,the human experience enhancement system comprising an extraction engine,an analysis engine and a results engine, comprising: performing anextraction operation via an extraction engine, the extraction engineextracting human experience related data from the human experience datasource, the extraction operation receiving the human experience relateddata and abstracting the human experience related data into standardizedhuman experience concepts and categorized human experience concepts;performing an analysis operation via the analysis engine, the analysisengine receiving the categorized corresponding concepts and mapping thecategorized human experience concepts to human experience enhancementobjectives to provide a mapped human experience insight, the mappedhuman experience insight comprising a human experience insight, thehuman experience insight comprising information associated with how toenhance a relationship of a customer with an organization during alifecycle of a customer relationship between the customer and theorganization; and, providing the mapped human experience insight to theresults engine, the results engine using the mapped human experienceinsight generate a human experience recommendation, the human experiencerecommendation comprising a proposed course of action to enhance a humanexperience of the customer to provide a human experience result, thehuman experience result enhancing the human experience of the customerwith the organization; and wherein the human experience of the customerincludes a customer experience of the customer and a user experience ofthe customer, the customer experience of the customer reflecting aholistic perception of the organization based upon interactionsthroughout a lifecycle of a customer relationship, the user experienceof the customer reflecting an attitude of the customer about using aparticular product, system or service of the organization; and, thehuman experience of the customer refers to characteristics of thecustomer that shape what the customer expects from the organization, thehuman experience of the customer being based at least in part on thecustomer experience of the customer and the user experience of thecustomer.
 22. The method of claim 21, further comprising: iterating theanalysis operation to generate a refined mapped human experienceinsight.
 23. The method of claim 21, wherein: the analysis operationapplies a ranked hierarchy of standardized human experience conceptswhen providing the mapped human experience insight.
 24. The method ofclaim 21, wherein: the analysis operation includes plotting a pluralityof human experience insights via a scatter plot; and, identifying themapped human experience insight based upon the scatter plot.
 25. Themethod of claim 24, wherein: the scatter plot comprises a weightedCartesian scatter plot.
 26. The method of claim 25, wherein: a relativeimportance of each of the plurality of human experience insights isindicated by a respective location of each insight on the weightedCartesian scatter plot and a proportional size of a depiction of eachinsight on the weighted Cartesian scatter plot.
 27. A system comprising:a processor; a data bus coupled to the processor; and a non-transitory,computer-readable storage medium embodying computer program code forperforming a human experience operation within a human experienceenhancement environment, the human experience enhancement environmentcomprising a human experience enhancement system and a human experiencedata source, the human experience enhancement system comprising anextraction engine, an analysis engine and a results engine, thenon-transitory, computer-readable storage medium being coupled to thedata bus, the computer program code interacting with a plurality ofcomputer operations and comprising instructions executable by theprocessor and configured to provide: performing an extraction operationvia an extraction engine, the extraction engine extracting humanexperience related data from the human experience data source, theextraction operation receiving the human experience related data andabstracting the human experience related data into standardized humanexperience concepts and categorized human experience concepts;performing an analysis operation via the analysis engine, the analysisengine receiving the categorized corresponding concepts and mapping thecategorized human experience concepts to human experience enhancementobjectives to provide a mapped human experience insight, the mappedhuman experience insight comprising a human experience insight, thehuman experience insight comprising information associated with how toenhance a relationship of a customer with an organization during alifecycle of a customer relationship between the customer and theorganization; and, providing the mapped human experience insight to theresults engine, the results engine using the mapped human experienceinsight generate a human experience recommendation, the human experiencerecommendation comprising a proposed course of action to enhance a humanexperience of the customer to provide a human experience result, thehuman experience result enhancing the human experience of the customerwith the organization; and wherein the human experience of the customerincludes a customer experience of the customer and a user experience ofthe customer, the customer experience of the customer reflecting aholistic perception of the organization based upon interactionsthroughout a lifecycle of a customer relationship, the user experienceof the customer reflecting an attitude of the customer about using aparticular product, system or service of the organization; and, thehuman experience of the customer refers to characteristics of thecustomer that shape what the customer expects from the organization, thehuman experience of the customer being based at least in part on thecustomer experience of the customer and the user experience of thecustomer.
 28. The system of claim 27, wherein the instructionsexecutable by the processor are configured for: iterating the analysisoperation to generate a refined mapped human experience insight.
 29. Thesystem of claim 27, wherein the instructions executable by the processorare configured for: the analysis operation applies a ranked hierarchy ofstandardized human experience concepts when providing the mapped humanexperience insight.
 30. The system of claim 27, wherein: the analysisoperation includes plotting a plurality of human experience insights viaa scatter plot; and, identifying the mapped human experience insightbased upon the scatter plot.
 31. The system of claim 30, wherein: thescatter plot comprises a weighted Cartesian scatter plot.
 32. The systemof claim 31, wherein: a relative importance of each of the plurality ofhuman experience insights is indicated by a respective location of eachinsight on the weighted Cartesian scatter plot and a proportional sizeof a depiction of each insight on the weighted Cartesian scatter plot.33. A non-transitory, computer-readable storage medium embodyingcomputer program code for performing a human experience operation withina human experience enhancement environment, the human experienceenhancement environment comprising a human experience enhancement systemand a human experience data source, the human experience enhancementsystem comprising an extraction engine, an analysis engine and a resultsengine, the computer program code comprising computer executableinstructions configured for: performing an extraction operation via anextraction engine, the extraction engine extracting human experiencerelated data from the human experience data source, the extractionoperation receiving the human experience related data and abstractingthe human experience related data into standardized human experienceconcepts and categorized human experience concepts; performing ananalysis operation via the analysis engine, the analysis enginereceiving the categorized corresponding concepts and mapping thecategorized human experience concepts to human experience enhancementobjectives to provide a mapped human experience insight, the mappedhuman experience insight comprising a human experience insight, thehuman experience insight comprising information associated with how toenhance a relationship of a customer with an organization during alifecycle of a customer relationship between the customer and theorganization; and, providing the mapped human experience insight to theresults engine, the results engine using the mapped human experienceinsight generate a human experience recommendation, the human experiencerecommendation comprising a proposed course of action to enhance a humanexperience of the customer to provide a human experience result, thehuman experience result enhancing the human experience of the customerwith the organization; and wherein the human experience of the customerincludes a customer experience of the customer and a user experience ofthe customer, the customer experience of the customer reflecting aholistic perception of the organization based upon interactionsthroughout a lifecycle of a customer relationship, the user experienceof the customer reflecting an attitude of the customer about using aparticular product, system or service of the organization; and, thehuman experience of the customer refers to characteristics of thecustomer that shape what the customer expects from the organization, thehuman experience of the customer being based at least in part on thecustomer experience of the customer and the user experience of thecustomer.
 34. The non-transitory, computer-readable storage medium ofclaim 33, wherein the computer executable instructions are configuredfor: iterating the analysis operation to generate a refined mapped humanexperience insight.
 35. The non-transitory, computer-readable storagemedium of claim 33, wherein the computer executable instructions areconfigured for: the analysis operation applies a ranked hierarchy ofstandardized human experience concepts when providing the mapped humanexperience insight.
 36. The non-transitory, computer-readable storagemedium of claim 33, wherein: the analysis operation includes plotting aplurality of human experience insights via a scatter plot; and,identifying the mapped human experience insight based upon the scatterplot.
 37. The non-transitory, computer-readable storage medium of claim36, wherein: the scatter plot comprises a weighted Cartesian scatterplot.
 38. The non-transitory, computer-readable storage medium of claim37, wherein: a relative importance of each of the plurality of humanexperience insights is indicated by a respective location of eachinsight on the weighted Cartesian scatter plot and a proportional sizeof a depiction of each insight on the weighted Cartesian scatter plot.39. The non-transitory, computer-readable storage medium of claim 33,wherein: the computer executable instructions are deployable to a clientsystem from a server system at a remote location.
 40. Thenon-transitory, computer-readable storage medium of claim 13, wherein:the computer executable instructions are provided by a service providerto a user on an on-demand basis.